Account Manager

Overview

Act as main point of contact with clients post-sale to ensure needs and expectations are met and facilitate a positive and productive long-term relationship.

Responsibilities

Production Support

Answer questions about the product, explaining how the product is used to solve business needs, including conducting training classes/web-ex sessions for client end-users.

Execute client requested site configuration changes including setting Dataload parameters, configuration and report parameters, and authorizing functions within the application

Investigate, analyze, and resolve client issues by utilizing internal documentation or coordinating with other internal resources as needed, escalating critical issues immediately to the RM and/or production support.

Monitor, review, and update JIRA as a means to communicate the statuses of unresolved issues and the cause and resolution of closed issues.

Monitor daily Dataload errors or warnings, notify clients when necessary, and assist Dataload Support when production errors occur, including communication with the client, notification to the RM, and testing corrective actions taken.

Facilitate the provision of written business requirements for all customizations or core enhancements requested by clients. Review final work order with RM to confirm it is meeting the business needs, and work with the client to obtain sign-off.

Act as the liaison for development staff and the client. This includes issues, customizations and implementations.